Help with creating Explore report to measure % that took longer than XX time to reply to
Answered
Posted Dec 09, 2021
Hello,
We are looking to create a report for end user created tickets and the percentage of how many of those took LONGER than two business hours to reply to, for a given WORK week - is this possible?
Any insight is appreciated!
Best,
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2 comments
Eugene Orman
The new version of the formula that is accepted by the formula validator is:
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Christophe Tiraboschi
This is possible and there are several ways to do it.
For this example we need:
This query must be created in the Support: Tickets dataset.
1. A metric for the number of tickets
We can just use the basic metricTickets
with the COUNT operator2. A calculated attribute that can help sort tickets above or below / equal to the 2 hours mark
You can use the following formula to create the calculated attribute:So this attribute allows us to categorize tickets in two categories:
You can find more information about creating calculated metrics and attributes in this article:
Once the attribute is added to the query, make sure to exclude
NULL
value to exclude tickets that do not have a reply:3. Filter those tickets to get only the ones created by end-user
We can use the attributeSubmitter role
and filter it only for end-user. The submitter is the user that created the ticket, regardless of if this user is the requester or not.4. Use a Result Calculation Path to convert eh absolute value in percentages
For this, we need to go in Result manipulation > Result path Calculation:There, select:
Pattern - % of total
Path - On rows
The query looks like this once completed:
Additionally, you can add a total in the Result Manipulation > Total > Grand Totals on Rows:
If you want the absolute value as well, you can add the
Tickets
metric with theD_COUNT
operator. In this specific case, theCOUNT
andD_COUNT
operator will return the same tickets as none of them can be repeated in the results:Then you can use the regular time attribute to target the week you want. The metric itself counts only business hours so there is likely no need to tailor the attributes available to business hours. However, you can exclude days of the week if you want by using the time attribute of your choice that ends with
Day of week
.I hope this helps!
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